Call Recording Policy

This policy outlines the practices Stay at Mine Limited, Be London and any associated brands employ when recording telephone conversations.

Definitions

Be London: Be London refers to, and is a trading name of Stay at Mine Limited and other associated companies, which include (but are not limited to) Be London Estates Limited, Be London Holdings Limited and Be London Investments Limited.

Staff: An individual employed by Be London, contracted by Be London or acting on behalf of Be London.

Stakeholders: Individuals who engage and communicate with Be London. This includes but is not limited to staff, guests, customers, clients, agents and partners of Be London.

Purpose

Telephone conversations are recorded to provide a comprehensive record of communication undertaken between staff and other stakeholders, this information allows us to:

• Further enhance and identify areas of focus for staff training;
• Prevent and detect crime;
• Resolve disputes between staff and stakeholders

Scope

All external incoming calls and outgoing calls via the ‘switchboard’ 02034188181 are subject to call recording.

Internal telephone calls which include the main switchboard extension 7299 are also recorded.

In the event a telephone call is transferred internally the call will only be recorded under the following circumstances (beginning when one of the following conditions is satisfied and finishing upon the call being disconnected):

• The switchboard telephone number is used to initiate the call
• The main switchboard extension 7299 participates in the call at any time.

The recording will cease when the member of staff at Be London terminates the call.

A pre-recorded message will play before recording commences on all inbound telephone calls notifying callers that calls are recorded for training and monitoring purposes. Our staff will make every reasonable effort to inform stakeholders that call recording is taking place upon the connection of an outbound call.

Either party may request the call recording cease at any time, at which point our staff will stop the recording or telephone back using a non-recorded line.

Data Playback & Storage

When used for purposes as outlined above, playback of the call will take place exclusively amongst persons acting under the authority of a member of the management team.

Recordings are stored securely in the cloud with our VOIP management system, they can only be accessed by preauthorised users at Be London. This is managed by the IT Manager/Data Protection Officer.

Playback and retrieval for other purposes is outlined below.

GDPR

The recording and monitoring of telephone communications are in line with the General Data Protection Regulations (GDPR) and Telecommunications Act 1984, in conjunction with our privacy policy which can be found on our website.

A Subject Access Request should be issued in the event an individual would like access to their telephone call recording. This should be made to Be London and will be handled by the IT Manager/Data Protection Officer. The request will be assessed and a response issued in line with legal regulations and this policy.

Once a request has been verified and approved, the requestor will be sent the recording electronically. In the event that the request is made in a non-digital format, arrangements will be made to transfer the requested files.

An appropriate request from a government body, relating to the detection or prevention of a crime or other legally approved purpose should be sent to Be London, the IT Manager/Data Protection Officer will assess and carry out this request.